OperaBinCustomer Conversation Monitoring
With the help of AI, analyze how operators guide customers and the communication methods used by operators. Based on your established communication routines and standards with customers, evaluate all conversations and rank the performance of each operator’s responses.
AI-Powered Improvement of Operator Skills and Quality
Evaluate the performance of operators in answering customer queries by identifying their skills. By automating personalized training processes without human intervention, you can enhance the operators' skills. Assign behavioral and goal-oriented metrics to each operator, monitor their performance, and provide consistent daily feedback.
Evaluation of Customer Interaction and Behavior
By tracking and implementing previous successful behaviors and actions, create a repeatable and impactful model for customer interaction. Highlight the successful and unsuccessful contact parameters. Receive best practices and recommendations that improve customer relations and enhance conversation effectiveness.
Automated Quality Control through Conversation Evaluation
With AI-powered automated quality control, all customer calls are reviewed. Businesses can see operator performance through impartial ratings and detailed information. Use trends to identify and address performance issues. Evaluate and score factors based on custom parameters, automatically generating feedback and training for operators.
Evaluation of Standard Compliance
and Conversation Routines
With AI assistance, you can assess how operators guide and communicate with customers. Based on your communication standards and routines, you can examine how well operators adhere to conversation standards.
Dashboard for Monitoring and Analyzing All Conversations
At a glance, you can review all customer conversations and see the most important items of each call. Learn about the actual customer satisfaction with your business services and evaluate the improvement process of customer communication metrics.
Detailed Customer Problem Analysis
By quickly and accurately analyzing each call, you can understand the issues your customers face with your business services. Identify exactly where customers are struggling, the volume of these issues, and what solutions you can offer them.
Strengths and Weaknesses of Operators
Review and evaluate all operators, observing the positive and negative aspects of each operator to improve customer relations.
Detailed Call Review
View the full transcript of conversations, assess customer sentiment, the issues raised, the operator’s response, and other monitoring and quality control items.
